Hey,

5 days or so after my service was switched: there is a very noticeable difference - the glasnost test is clean / green. It did take two calls to sales to get my service switched and I had to be very insistent - sales definitely don't realise the product has changed, let alone understand ofcom's rules around "totally unlimited" wording in product descriptions.

The most frustrating thing was talking to three people on tech support to understand why the traffic management was still in place one day after the product was switched. Three people in the outsourced support centre told me it was because uTorrent software was illegal under UK law.

BT care, thanks for your offer - several of your colleagues had confirmed the product I was on already. If you want to help, please try to educate your sales team about the products and your tech support team about the delay in traffic management changes after a product change. I think you should think long and hard abou the fact that other customers on this forum answered my question quickly and correctly whilst your colleagues could not.

The product description on MyBT still has not updated, but my service clearly has done, so I'm not worried. Good luck to everyone else trying to get this done - and use this forum instead of calling tech support!

Cheers.
Jonathan.

The reason for the delay in having the p2p restrictions lifted is because BT Wholesale have to lift it and not BT Retail therefore there is a delay while the order is sent to BT Wholesale, which is between 3 and 5 days.

In reply to a post by robertcrowther:

The reason for the delay in having the p2p restrictions lifted is because BT Wholesale have to lift it and not BT Retail therefore there is a delay while the order is sent to BT Wholesale, which is between 3 and 5 days.

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In reply to a post by RobertoS:

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My reaction was [censored] - unless BTretail is basically a white label product and Wholesale do the ISP side of things as well as the WBC side of things.

Thanks. We've established that there is a delay and that's not really a big concern (at least to me!)

What is a concern is that the sales team don't understand the new products and that tech support don't understand that there is a delay in lifting traffic management after the customer has moved to the new product (and tech support gave out misinformation).

Best regards.
Jonathan.

if they did I believe that would be something ofcom wouldnt be happy about. As BTw and BTr are supposed to be seperate operational wise.

I think the statement is a load of BS and the delay is probably just package changes having to be manually processed.

In reply to a post by Chrysalis:

if they did I believe that would be something ofcom wouldnt be happy about. As BTw and BTr are supposed to be seperate operational wise.

I think the statement is a load of BS and the delay is probably just package changes having to be manually processed.

There is nothing in Ofcom rules that say BT Retail can't use BT Wholesale products and services, if it did, then BT Infinity would not work at all.

If BT Retail did have control over the p2p restrictions, don't you think they would disable it from when a customer's activation starts and have it as part of the package and not 5 days after.

Yes, you are right that it has to be manually processed, but it's BT Wholesale who carry out the order.

It's like when an IP profile reset is done, it's BT Wholesale that carry it out.

Hi I got Infinity option 2 over few Years but after test I still got traffic shaping on.
Can You have Look on my account.
Best Regards
Paul

In reply to a post by robertcrowther:

Yes, you are right that it has to be manually processed, but it's BT Wholesale who carry out the order.

That is bilge. Please produce some evidence.

For a start it would involve disclosure details to BT Wholesale of individual customer contracts with BT Retail, and secondly DPI by BT Wholesale to determine the traffic type.

Note that the 10GB allowance product still has traffic management.

Do you believe traffic management on other ISPs is also provided/controlled by BT Wholesale?

IP Profile is a completely different issue as that is a feature of the BT Wholesale product in use.

Edited by RobertoS (Mon 18-Mar-13 09:51:51)

In reply to a post by Trancetek:

Hi I got Infinity option 2 over few Years but after test I still got traffic shaping on.
Can You have Look on my account.
Best Regards
Paul

Hi Paul,

I think you need to trigger a product upgrade yourself. It isn't automatic, and this isn't an official place that BT_Care monitor frequently. (In fact they chip in only very sporadically).